Service support is the set of day-to-day operational tasks needed to keep track of change in an IT organization. It comprises five basic disciplines: configuration management, problem management, change management, helpdesk and software control and distribution.
Configuration management involves placing all IT configuration data in a repository called the CMDB, which may be either a single database or a confederation of databases. This data includes information about an asset's importance, such as whether it's a centralized router, a server in a pool or an edge switch.
Like most inventory systems, the CMDB will typically use "make," "model" and "serial number" fields. Other fields may include "status" and "relationship."
Status describes the procurement life of an asset, using terms like "ordered," "testing," "obsolete" and "stolen." Such classifications help you track whether an asset is doing meaningful work, or whether it requires attention or is no longer involved in production operations.
Relationship mapping defines the asset's importance and impact, telling you, for example, what the asset is connected to, where it's resident and whether it's being used by another device. Often, the knowledge of how network devices are connected, or what server is running which applications, is held only by IT staffers. This CMDB relationship connection at the highest level attempts to map services, such as e-mail, onto a supporting infrastructure like Microsoft Exchange or SMTP. These services are then mapped onto servers, which rely on operating systems, hardware and network connections. Documenting relationships lets senior IT folks devote more time to development, while making it easier for less experienced IT people to handle incidents.
By combining resources and expertise, the AI-Enabled ICT Workforce Consortium will offer a blueprint for how industries can adapt to an AI-dominated future.
IT leaders should heed the guidance of cybersecurity insurance providers who think businesses should prioritize security education, incident preparedness, regular internal audits, and ongoing vulnerability scanning and patching.
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